Senior Support Technician resolving complex IT issues for diverse businesses. Collaborating with L1 technicians and leading technical projects for IT management services.
About the role
- Helpdesk Consultant providing remote support and troubleshooting for BCX clients. Responsible for resolving issues and maintaining service quality within the SLA guidelines.
Responsibilities
- Provides remote support and assistance to BCX clients.
- Determines root cause and finds appropriate solutions that satisfy the clients’ needs.
- Works with the IT Technical support team members.
- Assists with escalated client queries and ensures resolution timeously.
- Escalates unresolved logged client queries to Technical Support Manager.
- Tracks and routes logged problems and requests.
Requirements
- Minimum of 2 years’ experience in a Helpdesk.
- NQF 4: Grade 12 National Diploma.
- A+ certification.
- Microsoft Certifications.
- N+ certification.
- Relevant Certification will be an advantage.
- Valid Drivers license.
- Ability to cope under pressure.
Benefits
- Provides remote support and assistance to BCX clients.
- Excellent service quality to clients.
- Responds to calls within CTR.
- Investigates reasons for problems and solves them for clients.
- Follows up on all outstanding queries timeously as per the SLA per client.
- Always follows incident management process when on duty.
- Redirects any problems or incidents to the correct resource.
- Identifies and escalates recurring problems to the technical team Leader or Technical support Manager.
- Updates resolved calls on the call logging system.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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